IT Help Desk Tier 1

Role: IT Help Desk Tier 1

Reports to: IT Manager 2

Program: 9012- Housing Development

Department: IT

Location: Arlington Administration – 2116 Arlington Ave., Suite 100, Los Angeles, CA 90018

Setting: 100% Onsite

Schedule: Monday – Friday, 8:30am – 5pm

Status: Full-time/Non-Exempt/Non-Management

Benefits: Medical, Vision, Dental, Life Insurance, 403(b) Retirement plan, Employee Assistance Program (EAP), etc.

Openings: 1

Job Description Summary:

The Help Desk Tier 1 is responsible for responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions. The IT Technician is also responsible for providing technical assistance and support related to company-supported telephones, copiers, printers, computer systems, hardware, and software, and other miscellaneous equipment.

Job Description Essential Duties and Responsibilities:

• Diagnose and resolve technical hardware and software issues (network, printer, cameras, telephones, and/or server support) – ask questions to determine the nature of the problem.
• Responsible for setting up workstations with computers and necessary peripheral devices.
• Responsible for installing and configuring appropriate software and functions according to specifications.
• Offer daily operations and systems support to employees in person, via phone, or email.
• Troubleshoot hardware and software issues in person, remotely, and via phone.
• Verify the functionality of hardware and software components.
• Follow up with users to ensure resolution of issues.
• Identify and escalate situations requiring urgent attention.
• Inform management of recurring problems.
• Log all help desk interactions; Track and route problems and requests, and document resolutions.
• Redirect problems to the correct resource.
• Research questions using available information resources.
• Stay current with system information, changes, and updates.
• This position will drive to our various locations to serve and assist.

Job Description Qualifications:

• Associate’s Degree in Computer Science or related field preferred
• Minimum two (2) years of experience in troubleshooting and providing help desk support
• Minimum two (2) years of experience in computer networks and systems maintenance
• Minimum two (2) years of customer service background
• Requires a valid and clean driver’s license, auto insurance, and reliable transportation
• Ability to meet deadlines and manage stress effectively in high-pressure situations
• Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience
• A strong sense of discretion and confidentiality is required
• Strong experience in Microsoft Suite
• Working knowledge of fundamental operations of relevant software, hardware, and other equipment

Job Description Preferred Qualifications:

• CompTIA A+ Certification
• Bachelor’s Degree in Computer Science or related field is a plus

Job Description Work Environment: